What are the responsibilities and job description for the Manager, Call Center position at Independent Living Systems?
We are seeking a Manager, Call Center to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.
About the Role:
As a Manager, Call Center, you will be responsible for managing a team of call center agents, representatives to ensure that our clients receive the highest level of service. You will be expected to lead by example, providing guidance and support to your team while also handling escalated customer inquiries. ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations. Your ultimate goal will be to ensure that our members are satisfied with our services and that our team is meeting performance targets.
Minimum Qualifications:
- Associate's degree required
- 3 years of experience in a call center environment
- Excellent communication and interpersonal capabilities
- Strong problem-solving and decision-making abilities
- Relevant experience may substitute for the educational requirement on a year-for-year basis
Preferred Qualifications:
- Bachelor's degree preferred
- 1 years of Customer Service Supervisor/Manager position preferred, working in a healthcare or social assistance industries.
- Ability to work in a fast-paced environment and ability to meet deadlines
- Experience with call center software and technology
- Experience with performance metrics and reporting
- Leadership Capabilities
Responsibilities:
- Manage a team of call center agents, providing guidance and support as needed
- Handle escalated customer inquiries and complaints, ensuring that they are resolved in a timely and satisfactory manner
- Monitor team performance and provide regular feedback to team members
- Develop and implement strategies to improve team performance and customer satisfaction
- Collaborate with other departments to ensure that customer needs are being met